Patient Care Specialist

**Location**: 1685 Tech Ave, Mississauga, Ontario, L4W 0A7 At Shoppers Drug Mart, we’re innovating health and wellness in Canada. From prescriptions to walk-in clinics, and a beloved loyalty program, we’re caring and supporting our customers in new ways every day. With more than 1,300 locally owned and operated stores from coast to coast, the Shoppers Drug Mart network is more than a great place to shop, it’s a great place to work. We’re committed to building our talented team who champion collaboration, kindness and inclusivity. Join our team, and help recognize a healthy future for your career and for all Canadians. **Why this role is important?** **Patient Care Specialist**: **Location**: 1685 Tech Ave, Mississauga, Ontario, L4W 0A7 Take ownership and find more ways to care about our local store owners in a career at Shoppers Drug Mart Central Office / Store Support. Provide great service, specific expertise and actionable advice to support Associate-Owners and their staff in delivering the best health, beauty and convenience services to Canadians. **Why this role is important?** COVID-19 is a serious condition and has had a devastating impact on Canadians and others across the globe. As a leading Health and Wellness provider for millions of Canadians, our goal is to help all Canadians "Live Life Well". In support of this goal, we have adopted a COVID-19 Vaccination Policy to protect the health and well-being of our employees as we continue our phased approach of office reopening. Employees will be required either to be fully vaccinated or undergo regular COVID-19 Rapid Antigen Screening in order to access the workplace. **Why work at Specialty Health Network?** Specialty Health Network (or SHN, as we call ourselves) is a growing division of Shoppers Drug Mart, with a strong entrepreneurial spirit. We pride ourselves in having an awesome work culture and fun environment We offer competitive salaries, a great benefit package, Shoppers Drug Mart discount, Goodlife gym discount, RRSP/Pension plans, Employee share ownership plan, professional training and development and many more perks Shoppers Drug Mart was acquired by Loblaw in 2014, the largest employer in Canada - making your career opportunities within our larger organization - endless **Basic Function** The Patient Care Specialist (PCS) is the single point of contact for patients enrolled in a patient support program. The PCS is responsible for ensuring program service offerings are managed and delivered effectively with the highest quality customer service. This colleague is action oriented, tactful and empathetic, ensuring the patient has a positive experience working with Specialty Health Network through their treatment journey. Nature and Scope The Patient Care Specialist is the main point of contact for the patient, and in some programs, also the single point of contact for the group of physician clinics/offices within that territory. The Patient Care Specialist will work collaboratively with other Patient Care Specialists and a Case Manager/Field Case Manager for a designated territory, dependent on the program. The superior end to end support provided by this team will enhance the patient and physician experience of the Support Program and drive positive patient outcomes. Attention to customer key performance indicators identified for the program is fundamental to this role. **What you will do** - Single point of contact for patients enrolled in the support program and prescribing physician, if applicable - Conducts welcome calls to gather relevant information, introduces patients to the support program, and obtains patient consent as required. - Informs the patient about all program offerings - for example case management support, reimbursement support, self-injection training, prescription coordination and ongoing compliance - Understands the molecule(s) in full detail - Maintains an expert level of knowledge of reimbursement mechanisms in the public and private arenas, specifically within assigned territory - Acts as a patient advocate, exploring all options for funding of medications, determines coverage details and develops/maintains complete and accurate documentation required to facilitate a successful outcome of the reimbursement process - Administers financial means tests and manages all aspects of financial assistance within the program as applicable - Ensures coordination of program services to patients in an effective manner resulting in prompt and continued access to therapy; including self-injection training - Works collaboratively with Program Management, other Patient Care Specialists, and Field Case Manager/Case Manager (program dependent) to address patients concerns or needs and escalations interrupting the patient journey - Contact clients periodically to confirm adherence and coordinate delivery of medications (including date, time) - Report all adverse Events (AE) and Product Technical complaints